Prashanth A Email & Phone Number

United States

Minnesota, United States

• Involved in creating design documents from the existing call flows.
• Involved in architecting and redesigning Genesys call flow and Genesys infrastructure Interacted with business usersin understanding the different business process for the various communities and risks they are facing.
• Migrated Genesys Applications from 7.2 to 7.6 and 7.6 to 8.1 Designed, Implemented and Developed Advanced Call Routing Algorithms during the Migration and Custom Reporting using CCPulse.
• Worked with multiple Genesys softphones like GAD, IW, and Genesys Test Phone.
• Participated in KA and KT sessions with Business Users and Genesys Developers to obtain User Requirements and transform the same to the Developers.
• Implemented Genesys Cloud CX solutions for multiple clients, enhancing their customer experience and satisfaction.

United States

• Involved in creating the Ant Script to deploy the IVR Application on WebSphere
• Involved in developing the Framework similar to OSDM by taking suggestions of the Nuance
• Developed the speech applications using Genesys Studio and J2EE
• Implemented the business logic using J2EE (using Eclipse IDE)
• Developed tools to generate the CFG for CME from the VUI Documents using Dom Parsers
• Worked with CME to generate the CFG for the Dialog and Prompt modules Installed various components Genesys Components, TServer, UR Server, Config Server, and Outbound Server.

Bridgewater, New Jersey, United States

• Primary role to support implementation of Genesys Solutions in DEV and progress it to other environments
• Create SDS (System Design Specification) for REMS IVR.Draw call flow flowchart.
• Verify Call flows and Prompts functionality of IVR for various line-of Celgene products. Call flow contain Normal call flow, Avaya Queue call flow, and Fail Over call flow.
• Exposure to Call Routing/Strategy Capabilities, CTI, and T-Server operations. Involved in Designing Call Routing/Strategy and modifying if needed. Hands on experiences on IRD.
• Experience with installation and configuration of various Genesys framework components Using third party tool to convert Window media file to VOX file. Experiences in modifying voic prompts, Enhance and create pitch.

Irving, Texas, United States

• Involved in maintaining the outbound solutions. Worked on troubleshooting issues looking at IRD, URS logs, T Server logs, Stat Server logs, CCPulse, Genesys soft phone.
• Worked on Aspect ACD to handle large volumes of calls, routing them according to predetermined call routing plan, and collecting data about each call transaction.
• Providing production support for the CTI services
• Used skills based and Queue based routing.
• Worked with Genesys Architect to gain knowledge in emphasizing Genesys routing and reporting.
• Experience in design and implementation of Multi-channel routing (Genesys Email) and Genesys Outbound across various business units for multiple contact centers.

Hyderabad, Telangana, India

• Designed and developed the application using Java, JEE, Spring, Hibernate, and AJAX.
• Developed a custom XML schema-based validation engine for server-side validations. Developed user interface using JSP, AJAX, HTML, CSS, JSP Tag libraries to simplify the complexities of the application.
• Was responsible to communicate with End client to support the application and analyze the issue and fixed the issue.
• Worked on Ext JS for user interface widgets with High performance scalable grids, trees and menus.
• Developed user interface using JSP, JavaScript, HTML, CSS and JSTL.